Director of Customer Experience - Remote

Overview

At Smalls we believe cats and their humans deserve better, and that starts with every interaction they have with us. We’re looking for a Director of Customer Experience & Support who’s ready to lead our CS organization through its next stage of growth: transforming it from a cost center into a brand, loyalty, and revenue-driving function.

In Short

• Transform our CS org from a reactive support function into a proactive experience driver.
• Identify opportunities to delight customers.
• Evaluate initiatives based on customer impact and ROI.
• Lead the CX/CS team through change.
• Build scalable team structures.
• Set and analyze performance metrics to improve service quality.
• Implement AI and automation tools for efficiency.
• Champion the customer by building feedback loops.
• Inspire a customer-first mindset across the company.

Requirements

• 7+ years of experience in customer experience/support leadership.
• Experience in fast-paced DTC or subscription start-ups.
• Track record of scaling teams and systems.
• Strong analytical skills and data-driven decision-making.
• Deep curiosity about AI and new technologies.
• Excellent communication and leadership skills.
• Cat lover and current cat parent.

Benefits

• Mission-driven company focused on making a difference.
• People-driven culture that respects work-life balance.
• Data-driven decision-making culture.
• Competitive salary and benefits.
• Fully remote office and culture.
• Free cat food every month.